Customer Fixed Issues and Known Issues Denali SP1 HF19

Owned by Enterprise IT
May 08, 2024
10 min read

 Previous Versions: << Sierra << Sierra HF01 << Sierra SP1 << Sierra SP1 HF01 << Sierra SP1 HF02 << Sierra SP1 HF03 << Denali << Denali HF01 << Denali HF02 << Denali SP1 << Denali SP1 HF01 << Denali SP1 HF02 << Denali SP1 HF03 << Denali SP1 HF04 << Denali SP1 HF05 << Denali SP1 HF06 << Denali SP1 HF07 << Denali SP1 HF08 << Denali SP1 HF09 << Denali SP1 HF10 << DENALI SP1 HF11 << Denali SP1 HF12 << Denali SP1 HF13 << Denali SP1 HF14 << Denali SP1 HF15 << Denali SP1 HF16 << Denali SP1 HF17

What's New? | Customer Fixed Issues and Known Issues | Prerequisites | Installation, Configuration, and Upgrade 

On this page: Hotfix Merges | Customer Fixed Issues | Known Issues 

Hotfix Merges

The following Hotfix versions are merged with this release. Please refer to the respective Release Notes for details.

Customer Fixed Issues 

This section describes the issues reported by the customers and their fixes in Denali SP1 HF19.

Service Management

Issue IDIssue DescriptionScenarioResolution
102835

Analyst was getting an error while opening the Service Requests (SR) in the Mobile App.

Prerequisites:

  1. Navigate to SummitAI Mobile App.

  2. Log in to the User Dashboard.

  3. Click Request > User > New Service Request.

  4. Enter the Service Request details and click Submit.
Create and open SR option in Mobile App can be opened successfully without any errors.

Asset Management

Issue ID

Issue Description

ScenarioResolution
102191

The following error message was getting displayed after clicking on the count hyperlink instead of displaying the data.


“Oops! An error occurred”

Prerequisites:

  1. Navigate to User > Manage Assets > Asset Inventory. The ASSET INVENTORY (SELECT THE ASSET TYPE) page is displayed. Select the Asset Type as ACCESSORIES. The ACCESSORIES details page is displayed.

  2. Select the Monitor under the Category column, and click any of the count hyperlink under Allocated, In-Store, Inactive and Total columns.
The data is displayed as expected after clicking on the count hyperlink without any error.
101755/ 101285 

Oops error was displayed in the Asset Dashboard under the DASHBOARD section.

The issue was found in this option:

Asset Contacted before 30 days which had a Pagination Issue. 

Prerequisite: 

  1. The Asset count must be greater than zero. 

 Steps: 

  1. Navigate to Dashboard > Asset Dashboard.  

  2. Scroll down to OTHERS grid. 
    Asset Contacted before 30 days option will be displayed. 

  3. Click on Asset contacted before 30 days asset count hyperlink. 

 

 

The Asset Dashboard functions successfully and no longer displays the error message. The pagination is introduced in the grid as part of the resolution.  
101993 

The CI ID was not updated even after the Key field Mapping was done, and the CMDB mapping template was updated.  

 

This issue occurred when the “Automatic” Variance type was selected for the Custom Attribute.

Steps: 

To create a Custom attribute: 

  1. Navigate to Admin > Infrastructure > Form Builder. 

  2. Select Add New from the ACTIONS panel. 

  3. In the FORM DETAILS segment, select the necessary Module, Tenant, Category Name, Category Short code, Category Type, Asset Type, Asset Tracking Type, Asset Code, and other details from the drop-down. Click NEXT. 

  4. Perform the necessary changes like grouping or inserting a hyperlink in the FORM BUILDER segment and save the template. 
    Click NEXT.

  5. The saved template is visible in the PREVIEW segment. 
    Click SUBMIT. 

 

 To map the created Custom Attribute: 

  1. Navigate to Asset > Asset Masters > Key Field Mapping. 

  2. Select the Tenant and Category from the drop-down, which is a mandatory field. 
    The Key Field Mapping details page will be displayed. 

  3. Under the Variance type, select AUTOMATIC from the drop-down. 

 

To update the CMDB Mapping Template: 

  1. Navigate to Asset > Mapping > CMDB Mapping. 

Click ADD NEW from the ACTIONS panel. CMDB Details page will be displayed.

Under the SYNC FOR option, select “Select All” from the drop-down.

2. Click SUBMIT. 

 

To execute Asset Hardware and Software Variance job: 

  1. Navigate to Asset > Manage Assets > Variance > Hardware Variance/ Software Variance. 

  2. Select the necessary Tenant and Category from the FILTERS option. 
    The Hardware Variance / Software Variance List page will be displayed. 

 

Asset- CMDB Sync job should be enabled in the Custom Scheduler. 

 

To view the Asset- CMDB sync: 

  1. Navigate to Reports > CMDB > Asset- CMDB Sync Report. 

  2. From the FILTERS option, select the necessary Tenant, Process Date, Asset Category Import Type, CMDB Classification, Status, Search By, Search Value from the drop down. 

  3. The Asset- CMDB Sync Report will be displayed. 
    Check the CI ID. 
The Asset-CMDB sync is successful, and the CI ID updates are happening successfully after the resolution.

Agentless Discovery

Issue IDIssue DescriptionScenarioResolution
100820User was getting a server error while locating ESXi server using the Discovery option.

Prerequisites:

To upgrade Secure Shell (SSH) server to ESXi server for locating the assets, refer the following steps:

  1. Associate ESXi server with Secure Shell (SSH) server.

  2. Create root credentials for MONITORING ACCOUNT.

  3. Locate the server using User Credentials.
The user is not experiencing  server-related issues, and ESXi server is getting discovered from the Discovery option. 

Platform

Issue IDIssue DescriptionScenarioResolution
102834/ 103881User was unable to login to the application after attempting to delete the OKTA DLL files. NA 

To delete the OKTA DLL files, perform the following steps: 

  1. Post upgrade of Webfiles, Jobfiles, and Webservices, such as (DC, Mobile, Integration, Proxy) run the “remove_Okta.Core.bat” file with ‘Administrator Mode’ to remove the Okta.Core.dll. 
  2. Post upgrade the “remove_Okta.Core.bat” patch file is present at the location ~Webfiles\bin, Jobfiles\bin, and Webservices\bin. 
  3. After execution, verify if the Okta.Core.dll is removed. 
  4. Upon successful verification, the user is now able to login to the application successfully.

Known Issues 

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Denali SP1 HF19.

Issue IDIssue DescriptionScenarioWorkaround <if applicable>
87411

The notification e-mail is not triggering for the configured users after the User Selectable approver approves the CR.

This issue occurs only when the User Selectable approver is approving the CR.

Prerequisite

Make sure that a User Selectable approver and followed by notification activity or block are configured in a workflow		NA

89897


The following error message is displayed, while saving Auto Creation settings.


Oops! An error occurred.

Pre-requisites

Configure 30+ Workgroup, Category Classification, Priority, Resolution Code, Closure Code and Configuration Items for a Tenant.

  1. Navigate to Problem > Configuration > Auto Creation Settings. Click Add New. The AUTO CREATION SETTINGS page is displayed. Specify all mandatory fields.
  2. Select all Workgroup, all Category, all Classification, all Priority, all Resolution Code, all Closure Code, and all Configuration Items. Click SUBMIT.
NA
94017 An error message “No output connection available” was displayed when a Change Request-Emergency workflow or any other workflow was edited.

Pre-condition:

Existing Workflow must be configured.

Prerequisites: 

1) Log in to the application.

2) Admin > Navigate to Workflow. 

3) Select Change Management from Module dropdown.

4) Select STA.Information Technology_EX1_ from Department dropdown. 

5) Select ALL from Change Type drop down. 

6) Select ALL from Owner group drop down.

7) Select ALL from Category drop down.

8) Click SUBMIT

9) Configured Workflow exists. Select Change Request- Emergency or any workflow.

10) Click SUBMIT

NA


Issue

When the Maker-Checker configuration is enabled for the Allocate action and Maker-Checker approval matrix is configured with two levels of approval, on sending the Allocated Assets for Checker’s approval, the following issues are observed:

On the FIXED ASSET page (Asset > User > Manage Asset > Asset Inventory > Click the FIXED icon under the SELECT THE ASSET TYPE section > Click FILTERS on the ACTIONS panel > Select Status as Allocated and provide data in all the other fields > click SUBMIT), duplicate Assets are displayed after the Checker approves the Assets sent for approval.

The Assets do not move to the second level of approval after the Assets are approved by the first level of Approver.

Prerequisites

Enable Maker-checker approval for Asset Allocate transaction. (Admin> Basic > Infrastructure > Tenant > Click Filters on the ACTION panel and select the Domain and click SUMBIT > On the TENANT page under the LIST section, select the Tenant for which you want to enable Maker Checker > Click CONFIGURE DETAILS on the ACTIONS panel > Click Asset Management under the MODULES section > select the check box of Enable Maker-Checker > Select Actions for Maker-Checker to Approve as  Allocate > Select the End Time value and click SUBMIT).

Configure No. of Approval level as 2 on the APPROVAL MATRIX page (Asset> Configuration > Others > Approval Matrix > On the ACTIONS panel, click ADD NEW > Specify the details > click SUBMIT).

Send Assets for approval for Allocate action (Asset > User > Manage Asset > Asset Inventory > On the ASSET INVENTORY page, under the SELECT THE ASSET TYPE section, click FIXED > Select the same Tenant for which the Maker-checker is enabled >  Click the In-Store hyperlink of the required Asset Category > Select the check box corresponding to the Asset you want to allocate > On the ACTIONS panel, click ALLOCATE > Specify the mandatory details to allocate the Asset and click SUBMIT).

Bug Reproduction Steps:

Login to the Application as Checker.

Click Asset > User > Manage Asset > Approvals Maker-checker Approval > Click Filters on the ACTIONS panel.

On the Filter pop-up page, select the Tenant and specify the required details.

Select the Assets that you want to approve and click APPROVE icon on the ACTIONS The APPROVE pop-up page is displayed.

On the APPROVE pop-up page, select the Approval Status as Approved to approve the Asset and click

Click Asset > User > Manage Asset > Asset Inventory > Click FIXED under the SELECT THE ASSET TYPE section > Click Filters on the ACTIONS

On the Filters pop-up page, select the Tenant, Select the Status as Allocated and specify required details.

Click SUBMIT.

Validate the data.

(#72171)

The GetBulletinBoard Mobile API request is used to retrieve Bulletin Board information. The User ID and Tenant Code are passed as the Request Parameters. In the API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is displayed. (#73031)

Prerequisites:

Configure Bulletin Boards for multiple Tenants.

Bug Reproduction Steps:

Log into the Application as an Administrator.

Configure a Bulletin Board. For more information, see Configuring Bulletins.

Send a POST request for the GetBulletinBoard API. Pass Tenant Code, in the Instance parameter and User ID in the UserID parameter.

Check API Response, instead of displaying the Bulletin Board information for the specific User ID and Tenant, the Bulletin Board information for all the Tenants is getting displayed.

On the ACTION DETAILS pop-up page, the Target ID is not showing in the Target column when Status of the Orchestration Workflow Script (other than the first Script) is In-Progress, and it is having Target Host Type mapped to From Previous Output value. However, the Target ID is displayed after the Script is executed successfully. (#73079)

Note: This issue is found in Incident Management, Work Order, and Service Request Management (SR) modules. Following bug reproduction steps are for the SR module:

Bug Reproduction Steps:

Log into the Application as an Administrator.

Select Admin > Advanced > Automation > Orchestration.

On the WORKFLOW LIST page, click the NEW

On the WORKFLOW CONFIGURATION pop-up page, select Module as Service Request, and specify other details to configure the Orchestration Workflow.

Map the Target Host Type to From Previous Output value for the scripts of the Orchestration Workflow.

Log out and log into the Application as an Administrator or as an Analyst.

Select Request > Manage Service Requests > Service Request List.

On the SERVICE REQUEST LIST page, specify the Filters and open an SR.

On the SERVICE REQUEST DETAILS page, click the ORCHESTRATION tab.

On the ORCHESTRATION tab, click the Script When the Script (other than the first Script) is in In Progress status, check the Target column details on the ACTION DETAILS pop-up page. The Target ID is not displaying in the Target column.

After successful execution of the Script (other than the first Script), click the Script hyperlink. Check the Target column details on the ACTION DETAILS pop-up page. Now, the Target ID is displaying in the Target column.

The previous Asset transaction details are not displayed under the Previous Transaction drop-down list on the PREVIOUS IMPORT DETAILS page (Asset > User > Manage Assets > Import > Import Asset > Specify all the details > Click SUBMIT), even though the Assets are approved by the Checker on the MAKER-CHECKER ASSET-APPROVAL page (Asset > User > Manage Assets > Approvals > Maker Checker Approval > Click Filters  on the ACTIONS panel > Specify the filter criteria to view the list of requests from the Maker > Select the Assets that you want to approve under the LIST section > Click APPROVE on the ACTIONS panel > Select the  Approval Status as Approved.) This issue is found when the Asset Maker Checker Configurations is enabled.

(#67240)

When a user opens any page in a new tab in the SaaS Environment, the Switch Tenant pop-up is displayed in all the pages. This issue occurs only when the user is using the Firefox private window/tab. (#72276)

On the ADMIN DETAILS page (Admin > Advanced > Password Management > Administrator > Click ADD NEW on the ACTIONS panel > Specify all the details > Click SUBMIT > Select the Domain Name on the LIST page), the Password field is not displaying the GUID or Encrypted ID of the password and the field is empty. This issue is found when the user is logging into the SummitAI application using Microsoft Internet Explorer browser.

On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

Overlapping of content is observed on the Pagination bar of all the pages having high amount of data (typically in the range of 5 digits).

Broken image of the logo is displayed in the application when the logo image is deleted from the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings).

Workaround: The users need to re-login to the SummitAI application after deleting the logo.

On the AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION and AUTO-RESOLUTION INCIDENT CONFIGURATION page (Admin > Basic > Infrastructure > Tenant > Select Domain > Select Tenant which is configured with Service Request/ Incident Management module > Click CONFIGURE DETAILS on the ACTIONS panel > Under the For End Users tab, select a reason form the Enable Reminder to Callers for Pending Reasons drop-down list > Enable Auto-Resolve Service Requests/ Auto-Resolve Incidents check box > Click Set Fields for Auto-Resolving Service Requests/ Set Fields for Auto-Resolving Incidents link), the users can set the auto-resolution criteria by specifying only white space (not numbers and alphabets) in the Response SLA Reason, Resolution SLA Reason, and Solution fields.

The following issues are observed in BI Custom Reports:

When a user downloads the report (in any format), the data is displayed with hyperlinks.

When a user places the mouse cursor on the count link, the tooltip is displayed as [Object Object].

In the exported report, report name is displayed with '+' instead of space.

The Change Record is not created when the CR Requester and Customer Approver are same. This issue occurs even though Do Not allow Customer Approval of CR check box is selected on the Change Management TENANT configuration page. This issue occurs only for the first time when the Tenant is configured.

Workaround: The Administrator needs to unselect and again select the Do Not allow Customer Approval of CR on the Change Management TENANT configuration page (Admin > Basic > Infrastructure > Tenant > Select the respective Tenant for which this issue is occurring > Click CONFIGURE DETAILS on the ACTIONS panel > Enable Do Not allow Customer Approval of CR check box and click SUBMIT > Clear Do Not allow Customer Approval of CR check box and then click SUBMIT, again).

The new SLA Value of an Incident is not displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident) when an incident is moved from New status to In-Progress using Notification Services.

The Pending Reason of an incident is still displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident), when an Orchestration Script fails and the respective Incident is moved back from Pending to In-Progress.

The notification e-mails related to escalation and jobs are triggered only in English language irrespective of the configured language on the NOTIFICATION TEMPLATE page for all the modules (Admin> Advanced> Notification> Notification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).